Unfortunately, my experience was very poor and unacceptable.
At first, I was informed that no rooms were available, so I was forced to book a suite for 700. Later, I was told that the suite had a technical issue and that no rooms were available at all.
While I was at the reception trying to resolve the suite issue, we noticed three airline crew members checking out at exactly 11:00 PM. Immediately after they left, the front desk staff called us and said that a room had become available but needed cleaning, and it would be ready in 30 minutes. We entered the room at 11:30 PM, even though the official check-in time is 4:00 PM.
This clearly indicates that the room was double-booked and rented to two different clients.
The regular room price is 400, yet we were placed in a room that had just been vacated by airline crew. We were promised a refund of the price difference, but this was only processed after one full week of repeated follow-ups via WhatsApp. In the end, only 156.41 was refunded, without any clear explanation.
What made the experience worse was the unprofessional attitude of one of the front desk staff members, who failed to handle the situation properly. We were casually offered a “free stay,” despite the fact that the issue was entirely the hotel’s fault (suite malfunction and poor reservation management).
Professional hotels handle such situations with proper upgrades, clear compensation, and a genuine effort to satisfy and retain the customer — which did not happen here.
Overall, this experience reflects poor organization, lack of transparency, and very weak customer service. I will not return.
